Jacqueline Catano
Glendale
Summary
Dynamic Collections Agent with a proven track record at Emperion Marketing, excelling in debt recovery and customer resolution. Skilled in regulatory compliance and critical thinking, I effectively managed delinquent accounts, improving recovery rates while maintaining exceptional customer service. Committed to achieving results through effective communication and problem-solving strategies.
Overview
9
9
years of professional experience
Work History
Collections Agent
Emperion Marketing
Phoenix
01.2025 - Current
- Maintained accurate records of collection activities in database system.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Adhered to all applicable laws, regulations, and company policies.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Managed daily operations in collections department to ensure timely debt recovery.
- Resolved complex issues that arose during the collections process.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Answered customer questions regarding account discrepancies or problems.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Monitored overdue accounts using automated information systems.
- Upheld privacy and security requirements for customer information.
Sales Associate
Guess Retail Outlet
Glendale
11.2023 - 03.2025
- Greeting customers, answering questions, and providing assistance
- Recommending products, explaining their use and benefits, and ensuring products are properly displayed
- Processing payments and refunds, and adding up customer purchases all while maintaining a friendly conversation
- Maintaining store cleanliness, stocking shelves, and managing returns
- Keeping up with new products and services, and informing customers about promotions and sales
- Acting as a representative of the brand
- Processed credit card transactions quickly and securely.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Greeted customers and provided exceptional customer service.
- Assisted in visual merchandising, creating appealing displays that capture customer interest.
- Worked with fellow sales team members to achieve group targets.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Greeted customers to determine wants or needs.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Maintained cleanliness of store environment including floors, windows, displays.
- Attended weekly team meetings to review performance goals and objectives.
Customer Service Representative
Maximus Federal Services
Phoenix
11.2024 - 01.2025
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer inquiries via phone, email, and chat.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Valor Global
Phoenix
10.2021 - 04.2022
- Worked as a customer service representative for Hulu, took calls and helped customers as needed kept all company trade secrets and followed all rules
- Delivered fast, friendly, and knowledgeable service for routine questions, and service complaints
- Met and exceeded productivity target by handling every interaction with top-notch customer service
- Helped with general problems
- Also, provided support and assistance to those who have a service problem
Crew Member
Panda Restaurant Group
Phoenix
09.2021 - 10.2021
- Maintained a clean and safe work environment, resulting in a reduction in complaints filed with management and a increase in crew satisfaction
- Also went back to panda while I started my customer service job
Clean Room Associate
W. L. Gore & Associates
Phoenix
06.2019 - 12.2019
- Company Overview: medical device manufacturer
- Worked as a clean room associate building medical devices
- Followed all clean room requirements and trade secrets as well
- Maintained a sterile clean room environment by wearing clean room garments and conforming to established good manufacturing process practices
- Clean equipment, and workspace proactively, and per mandated to clean room protocol and monitored nonsterile risks to sterile environment Table tops, chairs, were all wiped down
- Medical device manufacturer
Picker
ulta warehouse
Phoenix
10.2018 - 03.2019
- Retrieving items from storage to fulfill customer orders
- Counting inventory and tracking stock levels
- Wrapping items and placing them in boxes or envelopes
- Scanning barcodes to track inventory and orders
- Restocking shelves, Monitoring product quality, Keeping products organized, and Filling customer orders on time
Crew Member
Panda Restaurant Group
Phoenix
06.2016 - 05.2017
- Attended customers upon arrival, take orders and help kitchen staff as needed, upkeep of facilities & always greet with a great sense of customer service
- Wiped down tables and equipment, swept and kept lobby clean
- Dealt with customers to the best of my abilities, would help prep food as well as dishwasher, and also did some cashiering when needed
Education
Maryvale High School
Phoenix, AZ05.2019
Skills
- Customer service
- Time management
- Food service
- Communication skills
- Restaurant experience
- Microsoft excel
- Guest services
- Computer literacy
- Microsoft word
- Leadership
- Money Handling
- Cashiering
- Debt collection
- Customer inquiries
- Regulatory compliance
- Negotiation techniques
- Payment processing
- Account monitoring
- Critical thinking
- Effective communication
- Attention to detail
- Problem solving
- Collections process improvement
- Billing procedures
- Delinquent account management
- Collections regulatory guidelines
- Billing and collections best practices
- Financial reporting
- Account review
- Payment posting
- Empathy and tactfulness
Extracurricular Activities
Volunteering at my daughter's school for some extracurricular activities Cooking at home for the people I love
Languages
- Spanish
- English
Timeline
Collections Agent
Emperion Marketing
01.2025 - Current
Customer Service Representative
Maximus Federal Services
11.2024 - 01.2025
Sales Associate
Guess Retail Outlet
11.2023 - 03.2025
Customer Service Representative
Valor Global
10.2021 - 04.2022
Crew Member
Panda Restaurant Group
09.2021 - 10.2021
Clean Room Associate
W. L. Gore & Associates
06.2019 - 12.2019
Picker
ulta warehouse
10.2018 - 03.2019
Crew Member
Panda Restaurant Group
06.2016 - 05.2017
Maryvale High School